IT Infrastructure Manager - Senior

We’re building a world of health around every individual – shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary PBM‑IT Service Delivery – Senior Manager is a highly visible role within the Member & Client Services Engineering (MCSE) group at CVS Health supporting enterprise‑level, mission‑critical services. These services include applications used directly by CVS Health members or by call‑center agents to provide world‑class member experience, call‑center technology applications, services provided by 3rd‑party call‑center vendors, clinical & benefit coding applications, Clinical Prior Authorization systems, etc. The Senior Manager leverages proven leadership skills to manage a team of technical vendor resources maintaining applications central to the operations of CVS Health. The Senior Manager leads strategic decision making, influences change and drives results. The Senior Service Delivery Manager is proficient in all critical functions for the applications assigned and is expected to champion SDLC & ITIL methods and best practices on the team to ensure that quality standards are met. The role includes being accountable for maintaining the production application ecosystem, working with managed‑services vendors closely on achieving application SLAs, stability, partnering with core infrastructure & application development teams to resolve defects, execute defect‑elimination plans and identify actions to ensure overall service stability. The role includes being accountable for working closely with managed services vendor on production maintenance, incident management, problem management and identifying opportunities for continuous improvement for the applications assigned. The Senior Manager is proficient with all the platforms assigned and is expected to be a platform leader with responsibility and accountability for the tactical and strategic directions of the production platforms. The manager contributes to the development and design of technical solutions adhering to all established methodologies, standards and guidelines. The candidate must have a sharp focus on platform stability, quality of service, continuous improvement and risk mitigation. The ideal candidate can influence behavior to achieve the right outcomes to support the business. Responsibilities SRE Strategy & Reliability Leadership Execute the enterprise SRE strategy, including SLOs, SLIs, error budgets and reliability roadmaps. Establish reliability standards and practices across the applications, backend services, APIs, data platforms and AI workloads. Drive a culture of reliability‑by‑design and operational excellence across engineering teams. AI‑Driven Operations (AIOps) & Automation Lead adoption of AIOps capabilities for proactive issue detection, alert noise reduction and predictive failure prevention. Implement AI‑assisted incident triage, automated runbooks, root‑cause analysis and self‑healing systems. Partner with the AI Platform team to integrate LLMs and ML models into operational workflows (log summarization, anomaly detection, remediation). Observability & Monitoring Own enterprise observability strategy across metrics, logs, traces and user‑experience monitoring. Standardize tooling and practices using platforms such as AppD, Dynatrace, Datadog, Splunk, Prometheus, Grafana and OpenTelemetry. Deliver real‑time dashboards and executive reporting on uptime, performance, latency and error budgets. Incident Management & Operational Excellence Lead enterprise incident response, escalation and post‑incident learning (blameless postmortems). Reduce MTTR, MTTD and incident frequency through automation and preventive engineering. Establish runbooks, on‑call models and operational readiness reviews. Leadership & Talent Development Build, mentor and lead global SRE teams & managers. Define SRE career paths, skill frameworks and training programs. Foster a culture of learning, accountability and continuous improvement. Required Qualifications Bachelor’s degree in Computer Science or equivalent work experience. One additional year of experience is required for each year of college not attained. 10+ years of production support or service delivery experience. Experience working with a managed services vendor. ITIL qualified and expert knowledge of ITIL disciplines. Experience managing 3rd parties and 3rd‑party delivered services. Service management or support in a large‑scale and diverse environment of incident management, escalation procedures and related disciplines. Preferred Qualifications High degree of self‑motivation to work in a fast‑paced dynamic environment. Strong communication skills to facilitate meetings with both technical and business audiences, often across multiple functional departments. Demonstrated understanding of various technologies (Java/J2EE, .NET, MQ, Mainframe, Telephony systems, etc.). Experience with major database management systems, e.g., DB2, Oracle and SQL Server. Creative debugging of complex system problems spanning the hosting stack (application, server, communication channels, networking components) resulting in problem determination and restoration through thorough research and fact‑finding. Ability to exhibit decisiveness and good judgment, even in ambiguous circumstances. Experience supporting both proprietary and vendor‑developed or supported applications. Demonstrated successful completion of technical projects. Demonstrated proficiency working on all phases of SDLC. Education Bachelor’s degree in Computer Science or equivalent work experience. ITIL certified. Pay Range The typical pay range for this role is: $130,295.00 – $260,590.00. This pay range represents the base hourly rate or base annual full‑time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short‑term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program. Great Benefits for Great People We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional and financial well‑being of colleagues and their families. Benefits include medical, dental, and vision coverage; paid time off; retirement savings options; wellness programs; and other resources, based on eligibility. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. #J-18808-Ljbffr Koitecc Solutions